Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord **** has disabled my account 2 weeks ago due to a chargeback that occurred on May 29th, they sent me an email explicitly stating that I can regain access to my account if I either undo the chargeback or give them the chargeback reason, evidence of the withdrawal and a screenshot or photo of the billing statement proving the transaction. I have provided all 3 pieces of information and it took them a full week to email me back. The only way to contact their support team is through email because they do not have a direct line that I can call to reach them. I think its ridiculous that I need to wait this long to get my issue resolved especially considering the fact that the account they suspended will be automatically deleted after 30 days, I have roughly 2 more weeks left for them to fix this issue before my account is gone forever. I responded to their reply to my ticket that did nothing but basically restate the things I need to do in order regain access and to send another ticket to their Trust and Safety team as the next step. It's been almost another full week since I've forwarded my ticket to their Trust and Safety team and I'm still waiting on a response and a resolution. All I want is to regain access to my account before its too late and the Discord team doesn't seem to care. Please help me resolve this issue as soon as possible so I can continue to use my account. I will upload the same photo to this complaint as I gave Discord *** proving the transaction took place.

  

  Business Response

  Date: 08/08/2024

  On 07/31/2024 we responded to the user via ticket #******** with, "As a one-time gesture, I went ahead and lifted the suspension on your account but should there be any further disputes on this account we will not be able to reinstate it,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They stole over 8 months of nitro and wont supply me with a refund or credit.I bought a year subscription for nitro. They falsely banned me. It took their support over EIGHT months to unban me. I don't qualify for their refund timing and they said they don't give out credits. I don't see how it is in any way fair to not give me credit back for those 8-9 months. It is your fault I lost that time.

  

  Business Response

  Date: 07/29/2024

  As of 7/29/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Its been almost 3 weeks with zero response. Trying to get my phone number attached to my email. Apparently it attached to old account or hacked. I have no access to that so I get an error every time trying to fix this. This has to be resetted or deleted by Discord. I have for monthly service I pay for but least give me common courtesy of some response back. Why provide a service that someone pays for and gives no support. Being totally ignored after 3 tickets over several weeks is not right.

  

  Business Response

  Date: 07/29/2024

  We are currently experiencing a higher than usual ticket volume. As of 07/29/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22055598
  
  I am rejecting this response because:
  

  Time frame to resolve this issue been going on a month now and I pay for this service and yet to get it fixed. Just need my phone number to attach to my account. Do not understand why its taking so long with zero response. Please fix this concern.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/05/2024

  We are currently experiencing a higher than usual ticket volume. As of 08/05/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:07/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently been locked out of my old Discord account due to 2fa lockout because my old phone with my 2fa app broke and I did not have any backup codes. I contacted Discord support explaining my issue with my account being locked out, but when they responded they said they couldn't do anything about it because I did not have my backup codes stored somewhere where I could access them. For the company's information about my account, my username for my account is ******************* and my email for the account is *************************** my phone number (incase if I attached a phone number to my account) is ************. I also made connections with other platforms in my account. My Steam ID is *****************, my Xbox gamer tag is SuperSlyte6241. If there is any more info that I need to share let me know. I want to be able to have access to my old account locked out of 2fa. Thank you!

  

  Business Response

  Date: 07/29/2024

  As of 07/29/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22054297
  
  I am rejecting this response because: I have already sent out a support ticket to discord a while ago and they told me that since I didn't have any backup codes saved, they couldn't do anything to recover my account
  
  Sincerely, 
  
  ***** Bakhtiyorov

  

  Business Response

  Date: 08/05/2024

  As of 07/29/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22054297
  
  I am rejecting this response because: I made a support ticket September 30, 2023 with the ** number #********. They told me that since I didn't have backup codes I'm locked out. I have also submitted numerous complaints to the BBB but none of that worked. Please help me get my old account back.
  
  Sincerely,
  
  ***** Bakhtiyorov

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long discord user who has been subscribing to their most expensive plan every month. I am also an administrator in public server with *****+ members. The server ID is ****************** (server name:Boruto). Recently the server owner was hacked and gave out admin perms to random members who ruined the server by deleting channels that we have spent years to set up. I have requested ownership transfer to stop the attack (Ticket ID #*********, it's been 8 days and discord support team has been COMPLETELY IGNORING my request. Even the server owner contacted through support (Ticket ID #********* but they still didnt do the transfer even during this emergency situation. We know the support team was active somewhere else but they chose to ignore us. We had lost so many members, money and time.

  

  Business Response

  Date: 07/29/2024

  On 07/23/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for MFA.
  
  If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22043133
  
  I am rejecting this response because the main ticket is #******** and we haven't heard anything in 14 days.
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 08/05/2024

  On 07/23/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for MFA.
  
  If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:07/23/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Ive email discord because I cant remember my password and Im locked out of my account and I dont have access to my email and I dont know what else to do to reset my password and discord support was rude and didnt want to help me reset my password I need help logging in.

  

  Business Response

  Date: 07/24/2024

  We are currently experiencing a higher than usual ticket volume. As of 7/24/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22030789
  
  I am rejecting this response because: this is a bullcrap excuse and Im not following for it
  
  Sincerely,
  
  *********************** ******

  

  Business Response

  Date: 07/30/2024

  On 7/27/24 we responded to the user via ticket #******** with, "I understand that you decided to delete the account instead. I'm so sorry that we don't have an immediate solution for you,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************** ******

• Initial Complaint

  Date:07/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord suspended my account and deactivated it due to them mentioning that I'm under the age of 13. I sent them an appeal already that I'm above 13. And is currently 17 years old by proving with their methods of "holding a paper with your username and four digits and a card that proves your age and take a selfie" which I did. I seemed to do everything correctly. However many days has passed and there is no update at all. No response to my email too. My account has unfinished conversation and I have been unable to contact them since my account was disabled. I need my account to be unlocked as soon as possible, or at least send the status. My Gmail is ********************* and my discord username is caramelcanister#****

  

  Business Response

  Date: 08/05/2024

  On 7/20/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Apologies for the delay in our response. This is an automated message, updating you on the status of your request.
  
  Beyond our original support regarding this issue, we're unable to provide additional information or support for this request. If you need assistance on other subjects or situations, you can explore our *********** here.
  
  Sincerely,
  Discord". 
  
  The ticket is now solved.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Okay the issue has to do with a discord account I made back in 2017 I recently got hacked in November of 2023 a hacker compromised my gmails I did regain access but only recently in July of 2024 I find out the same hacker hacked my discord account he managed to steal my account that I made back in 2017 I did contact discord support about the issue they refused to help me out I even provided a old screen shot before I changed my username to JCMK3#**** in the screen shot it was under Arle#**** it's a old screen shot from when I first joined discord the thing is I don't think it's right that discord support did not resolve the issue I think they should at least permanent ban/delete the account if they're not helping me recover what's rightfully mine I just want proper support I am providing old screen shots of the account before it got hacked and before I started using the Username JCMK3

  

  Business Response

  Date: 07/24/2024

  On 7/20/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Apologies for the delay in our response. This is an automated message, updating you on the status of your request.
  
  Beyond our original support regarding this issue, we're unable to provide additional information or support for this request. If you need assistance on other subjects or situations, you can explore our *********** here.
  
  Sincerely,
  Discord". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22026173
  
  I am rejecting this response because: discord support is not doing their job to help recover my account my account was hacked by a hacker on discord and that same hacker stole my account which is not right I know for sure the email address I had my account on was ******************** the email used to create the account was ************************* which I was forced to make a new account cause my original account got compromised I just want my original account back the username is JCMK3#****
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/29/2024

  On 7/20/24 we responded to the user via ticket #******** with,
  
  "Hello,
  
  Apologies for the delay in our response. This is an automated message, updating you on the status of your request.
  
  Beyond our original support regarding this issue, we're unable to provide additional information or support for this request. If you need assistance on other subjects or situations, you can explore our *********** here.
  
  Sincerely,
  Discord".
  
  The ticket is now solved.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a service called Nitro last year through Discord Chat as they had a trial. I turned off AutoRenew for the ************* as I didn't send a lot of files, and I have other ways to send them. ********* turned itself back on from a Discord Update. Discord denied my refund. Discord and I both made sure Nitro Auto Renew as off. Ok, whatever. So I go on with my life. Well last week, I got a charge from Discord Nitro randomly. Again, immediately after an update. Discord is putting out updates which turn on auto-renew, or something. I'm strictly against Nitro, and was convinced to try it. i didn't like, and immediately wanted done with it. Discord needs to refund me for the most recent charge. I have no problem contesting the charge and claiming Fraud. I can move my money to other accounts so I won't be inconvenienced with waiting for a new card. I'm giving them a chance to settle it first. They say they have a "one time exception" for refunds, but Consumer Protection Act begs to differ when it is the providers fault.1

  

  Business Response

  Date: 07/24/2024

  On 06/30/2024 we responded to the user via ticket #******** with, "Upon review of your account, your purchase is sadly not eligible for a refund and we cannot refund it.
  We have a strict refund policy. If you have previously received a subscription refund, then you would not be eligible for any future refunds of that product type. We allow a one-time exception of a full refund.
  If you have not received a refund for a subscription type before, your request *** have been denied for one of the following reasons:
  The request was submitted more than 5 days after your initial purchase date.
  You have redeemed or received promotional items (e.g., Free Xbox Game Pass) within 5 days of your Nitro membership renewal or becoming a new Nitro subscriber,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22025267
  
  I am rejecting this response because:

  As depicted in this new additional attachment to the case, one can see where I had the trial and canceled. Then it automatically started again on 0628/2024 without my intervention. That it messages it Discords problem as it can be no one else's fault for turning back on but Discord. 

  Also, Discord released a patch on 06/27/2024 and then called it the July 1st patch, although it was released before that. That update is what caused this happen. I can prove it through the actions in the change log. 

  
  Sincerely,

   

  *****************
  
  ***************

  

  Business Response

  Date: 07/29/2024

  On 06/30/2024 we responded to the user via ticket #******** with, "Upon review of your account, your purchase is sadly not eligible for a refund and we cannot refund it.
  We have a strict refund policy. If you have previously received a subscription refund, then you would not be eligible for any future refunds of that product type. We allow a one-time exception of a full refund.
  If you have not received a refund for a subscription type before, your request *** have been denied for one of the following reasons:
  The request was submitted more than 5 days after your initial purchase date.
  You have redeemed or received promotional items (e.g., Free Xbox Game Pass) within 5 days of your Nitro membership renewal or becoming a new Nitro subscriber,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22025267
  
  I am rejecting this response because:

  Auto renew was disabled after the trial. Discord turned on autorenew with an update. Discord die not get to hide behind its a corporate policy while stealing money, that is why we have US Law. Think I won't go to court over $10? You better think again. It'll cost you, Discord, a LOT more than $10. P.s. Discord has spent more money arguing this refund than it would've cost to just refund. 

   

  Give me my money, or I file a Lien on your business. Last warning. I'm done being nice. 

   

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, 2024, Discord inexplicably banned my account without any prior warning. When I inquired about the reason and requested an unban through their official appeal form, their customer service responded with a canned reply via a bot, simply stating that my account was disabled for "Child Safety" violations. However, on that day, all I did was study and chat with friends, and none of the images I shared privately had anything remotely to do with "Child Safety."What frustrates me the most is that according to Discord's community guidelines, unless its a major violation, users are supposed to go through several trust levels and receive warnings before any severe action is taken. Yet, I received no warnings whatsoever and was immediately banned, bypassing all trust levels. I've repeatedly asked what exactly I did to warrant such a harsh punishment, but every time, my appeals take a long time to be addressed, and the responses are either ignored, closed without notice, or met with more canned replies.I found several others in the same situation on their appeal forums, all experiencing the same cold and automated responses. Even following their suggestion to change my profile age hasnt changed anything. I sincerely hope you can help me and others in the same predicament. I have also sought assistance from local government authorities. If needed, you can visit the following URL where many others with mistakenly banned accounts have gathered: Discord Support Forum. There are hundreds of people with similar issues, and we hope you can bring justice to us.Therefore, I formally request that Discord compensate me for my account loss and mental distress in the amount of ******* TWD, and immediately unban my account that was unjustly banned. I hope your agency can assist me in restoring my account and obtaining the rightful compensation to remedy the losses and mental harm I have suffered in this incident.Thank you for your attention and assistance!

  

  Business Response

  Date: 07/24/2024

  On 5/23/24 we responded to the user via ticket #******** with, "??,
  
  ???????????????????????,??????????????????????????????
  
  ??????Discord?????????????,???????????????????????,???????????????????????????,?????????
  
  ??,????????Discord, ????,???????????,??????????????????,?????????????????
  
  ?????????????
  ????,??????????,??????????
  
  ??". 
  
  The ticket is now closed.
  

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22025256
  
  I am rejecting this response because:
  As shown in the picture I uploaded, I see a reply message full of garbled text,

  while everything else is normal.

  I don't know what went wrong, and I hope you can fix it quickly.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/29/2024

  On 5/23/24 we responded to the user via ticket #******** with, "??,
  
  ???????????????????????,??????????????????????????????
  
  ??????Discord?????????????,???????????????????????,???????????????????????????,?????????
  
  ??,????????Discord, ????,???????????,??????????????????,?????????????????
  
  ?????????????
  ????,??????????,??????????
  
  ??". 
  
  The ticket is now closed.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22025256
  
  I am rejecting this response because:
  Oh my god, I already told you that your replies are just a bunch of gibberish. Why do you even use canned responses from a robot for complaints? If it's really not possible, you can send an email to my mailbox at ***************** and then reply on the website. Can you please put some effort into this?
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22025256
  
  I am rejecting this response because:

  Date Sent: 8/1/2024 8:48:45 AM
   
  Complaint: 22025256
  
  I am rejecting this response because:
  Oh my god, I already told you that your replies are just a bunch of gibberish. Why do you even use canned responses from a robot for complaints? If it's really not possible, you can send an email to my mailbox at ***************** and then reply on the website. Can you please put some effort into this?
  Sincerely,
  
  *********************

  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/07/2024

  On 5/23/24 we responded to the user via ticket #******** with, "??,
  
  ???????????????????????,??????????????????????????????
  
  ??????Discord?????????????,???????????????????????,???????????????????????????,?????????
  
  ??,????????Discord, ????,???????????,??????????????????,?????????????????
  
  ?????????????
  ????,??????????,??????????
  
  ??". 
  
  The ticket is now closed.